Thank you for shopping with Chitra Story.

At Chitra Story, we create and sell canvas paintings, framed canvas paintings, unframed canvas paintings, metal posters, and other made-to-order/custom-printed products. Since our products are printed, prepared, and finished specifically according to the order placed by the customer, most products are not eligible for return, refund, or exchange once the order has been processed.

We request you to carefully read this Refund & Return Policy before placing an order.

By placing an order on our website, you acknowledge and agree to the terms mentioned below.

1. Eligibility for Return

A product will be eligible for a return only in specific circumstances mentioned in this policy.

To be eligible for a return, all of the following conditions must be satisfied:

1.1 Return Request Within 7 Days

The return request must be raised with Chitra Story within 7 days from the date of delivery of the order.

Any return request received after 7 days from delivery may not be accepted.

The date of delivery recorded by our shipping/courier partner will generally be considered for determining the return period.

1.2 Proof of Purchase

You must provide valid proof of purchase, such as:

• Order ID
• Order confirmation
• Invoice
• Email ID used while placing the order

Without sufficient proof of purchase, we may not be able to process a return request.

1.3 Unboxing / Opening Video is Mandatory

A clear and continuous unboxing/opening video of the package is mandatory for raising a damage, defect, wrong-product, or quality-related return claim.

The video should ideally:

• Start before opening the package.
• Clearly show the sealed outer packaging.
• Show the shipping label/order details.
• Show the complete opening process.
• Clearly show the product after opening.
• Show any visible damage, defect, printing issue, or incorrect product.

Claims without a proper opening/unboxing video may not be eligible for return, refund, replacement, or exchange.

2. When Will a Product Be Eligible for Return?

A product may be eligible for return only when the issue is attributable to Chitra Story, such as:

2.1 Defective Product

If the product received is defective or has a manufacturing/printing/production defect, you may raise a return request within 7 days of delivery.

Examples may include:

• Major printing defect
• Significant manufacturing defect
• Incorrectly finished product
• Structural damage attributable to production
• Significant defect in the frame, where applicable
• Other substantial defects that make the product materially different from what was ordered

The defect will be evaluated by our team based on the photographs, unboxing video, order details, and, where required, physical inspection of the product.

2.2 Wrong Product Received

If you receive a product different from the product you ordered due to an error on our part, you may be eligible for a return and replacement/refund, subject to verification.

For example:
• Wrong painting/design received
• Wrong product received
• Wrong size supplied
• Wrong frame option supplied
• Wrong product variant supplied

2.3 Product Damaged in Transit

If the product arrives damaged due to transportation, you must notify us within 7 days of delivery and provide the required unboxing video and photographs. Examples may include:

• Broken frame
• Severe physical damage
• Damaged canvas
• Significant dents or damage to metal posters
• Damage to the product that occurred during transportation

Transit-damage claims will be reviewed based on the available evidence.

3. Returns Are Not Accepted for Products Received in Correct Condition

Because our products are custom-printed, made-to-order, and prepared specifically according to the customer's order, we generally do not accept returns, refunds, or exchanges for products that have been delivered correctly and in satisfactory condition.

Therefore, returns will generally not be accepted for reasons such as:

• Change of mind
• Customer no longer wants the product
• Customer ordered the wrong product
• Customer selected the wrong size
• Customer selected the wrong frame option
• Customer selected the wrong design
• Customer selected the wrong quantity
• Customer does not like the product after receiving it
• Difference in personal preference
• Product does not match the customer's room/interior as expected
• Customer ordered by mistake
• Colour preference or expectation where the product is within normal printing/display variation
• Minor differences that do not constitute a manufacturing defect
• Any other reason unrelated to a defect, damage, or mistake by Chitra Story

Since the products are prepared specifically against individual orders, accepting returns for personal preference or change of mind may not be possible.

4. Custom-Made and Made-to-Order Products

Many products sold by Chitra Story are prepared specifically after an order is placed.

This may include:

• Canvas paintings
• Framed canvas paintings
• Unframed canvas paintings
• Metal posters
• Custom sizes
• Custom frame selections
• Other made-to-order products
Because these products are produced specifically for the customer's order, they generally cannot be resold as new products.
Therefore, once an order has entered the production/processing stage, cancellation, return, refund, or exchange due to change of mind will generally not be possible.

5. Cancellation Policy

5.1 Cancellation After Order Placement

Once an order has been successfully placed and payment has been completed, cancellation is generally not possible.

This is because we may begin processing, printing, manufacturing, framing, packing, or otherwise preparing the product specifically for your order.

Once production has started, the product may have been created specifically for you and may not be suitable for resale.

5.2 Cancellation Before Production

If you contact us immediately after placing an order and the order has not yet entered production, we may, at our discretion, consider a cancellation request.

Cancellation is not guaranteed merely because the request is made shortly after placing an order.

Once the order has entered printing, production, framing, customization, or dispatch processing, cancellation will generally not be possible.

5.3 Refund for Approved Cancellation

If Chitra Story approves a cancellation before production begins and a refund is applicable, the refund will be processed through the applicable payment method, subject to applicable payment gateway processing timelines and deductions, if any.

6. How to Raise a Return Request

If you believe your order is eligible for a return, you must contact us within 7 days of delivery via Email or WhatsApp.

Please provide your Order ID, Email ID used while placing the order, and the required proofs, including the unboxing/opening video and relevant photos of the issue.

Contact Details

Email: chitrastory13@gmail.com
Phone/WhatsApp: 6260577965
Website: chitrastory.com

7. Return Approval Process

Submitting a return request does not automatically mean that the return has been approved.

After receiving your request, Chitra Story may review:

• Order details
• Product specifications
• Photographs
• Unboxing video
• Packaging condition
• Shipping information
• Nature of the defect/damage
• Production details
• Other relevant information

If the claim is approved, we will communicate the next steps for returning the product.

We reserve the right to reject a claim where the provided information or evidence does not establish that the product is defective, damaged, incorrect, or otherwise eligible under this policy.

8. Return Pickup

For an approved return, Chitra Story may arrange a return pickup through our courier/logistics partner.

The product must be properly packed and made available for pickup.

Where possible, customers should retain the original packaging until the return claim has been reviewed and resolved.

If a return pickup is arranged by Chitra Story, the customer should hand over the correct product along with the required accessories/components, where applicable.

9. Condition of Returned Product

For an approved return, the product should be returned in substantially the same condition in which it was received, except where the issue itself has caused damage or defect.

The returned product may be inspected after it reaches Chitra Story.

If the returned product is found to be different from the product originally supplied, intentionally damaged, materially altered, or otherwise inconsistent with the approved return claim, the refund/replacement may be denied.

10. Refund Process

If a return is approved and the product has been successfully picked up and returned to Chitra Story, the product will be inspected where necessary.

Once the returned product reaches us and the return is verified, the applicable refund will be processed.

Refund Timeline

After the returned product has been received by Chitra Story and the return has been approved following verification, the refund will generally be processed within 5–7 working days.

The actual time for the amount to reflect in your bank account, card, or original payment method may depend on the payment gateway, bank, card issuer, or financial institution.

Chitra Story does not control the processing time taken by third-party banks or payment providers after the refund has been initiated.

11. Replacement Instead of Refund

In certain cases, where a product is defective, damaged, or incorrectly supplied due to an error by Chitra Story, we may offer a replacement instead of a refund.

The available resolution may depend on:

• Nature of the issue
• Product availability
• Availability of the required material/design
• Whether the product can be reproduced
• Customer preference, where applicable
• Other circumstances related to the order

Where replacement is approved, the replacement product will be prepared and dispatched after the return process is completed, where applicable.

12. Exchange Policy

Exchange is generally not available for products that have been correctly manufactured and delivered.

Exchange may only be considered where:

• The wrong product was sent by Chitra Story.
• The product has a verified manufacturing/printing defect.
• The product was damaged in transit and the claim is approved.
• Another error occurred on the part of Chitra Story.

Exchange requests based solely on customer preference, change of mind, incorrect selection, or dissatisfaction with the selected design/size/frame will generally not be accepted.

13. Colour and Printing Variations

Canvas paintings and metal posters are produced using digital printing processes.
There may be minor variations between:

• Screen/mobile display and the actual printed product
• Different screens and devices
• Digital images and physical prints
• Batch-to-batch printing

Such minor and normal variations do not necessarily constitute a product defect.

A return will generally not be accepted solely because the colour appears slightly different from how it appeared on a customer's screen, provided the product is otherwise correctly printed and within acceptable production standards.

14. Frame and Canvas Considerations

For framed and unframed canvas products, the final product may contain normal characteristics associated with canvas printing, stretching, framing, mounting, and finishing.

Minor variations that do not materially affect the product's appearance, usability, or structural integrity may not qualify as defects.

However, significant defects, major damage, incorrect framing, or an incorrect product supplied by Chitra Story may qualify for a return or replacement after verification.

15. Metal Poster Considerations

Metal posters may have minor variations associated with printing, cutting, finishing, and the physical characteristics of the metal surface.

Minor cosmetic variations that do not materially affect the product may not qualify for return.

However, significant damage, major printing defects, incorrect product, or substantial manufacturing issues may be considered for return or replacement, subject to verification.

16. Products Damaged After Delivery

Chitra Story is not responsible for damage caused after successful delivery due to:

• Improper handling
• Improper installation
• Accidental damage
• Water or moisture exposure
• Heat or fire
• Scratches or physical impact
• Incorrect cleaning methods
• Modifications or alterations made by the customer
• Normal wear and tear
• Any other damage occurring after delivery due to customer handling or external circumstances

Such cases may not qualify for return, replacement, or refund.

17. Missing or Damaged Package

If the package appears visibly damaged at the time of delivery, customers are advised to:

1. Record the condition of the package.
2. Record a complete opening/unboxing video.
3. Take clear photographs of the outer packaging.
4. Take photographs of the shipping label.
5. Contact Chitra Story within 7 days of delivery.

This information may be required for us to investigate the matter with our courier/logistics partner.

18. Incorrect Address or Delivery Information

Customers are responsible for providing accurate shipping and contact information at the time of placing an order.

Chitra Story may not be responsible for delivery issues resulting from:

• Incorrect address
• Incomplete address
• Incorrect phone number
• Incorrect PIN code
• Customer unavailable at the delivery address
• Failure to accept the shipment
• Failure to respond to courier communication

Additional shipping charges may apply where a shipment needs to be re-dispatched due to incorrect information provided by the customer.

19. Refunds for Undelivered or Returned Shipments

If an order is returned to Chitra Story by the courier due to circumstances attributable to the customer, such as an incorrect address, repeated delivery failure, refusal to accept the package, or customer unavailability, the order may not automatically qualify for a refund.

Any refund or re-shipment in such circumstances will be reviewed on a case-by-case basis and may be subject to applicable shipping, return, or other charges.

20. Non-Returnable Circumstances

A product will generally not be eligible for return, refund, or exchange where:

• The return request is made after 7 days from delivery.
• Proof of purchase is not provided.
• Required unboxing/opening video is not provided.
• The product was correctly supplied and is not defective.
• The customer has simply changed their mind.
• The customer does not like the design after receiving it.
• The customer selected the wrong size or variant.
• The customer selected the wrong frame option.
• The customer ordered the wrong product.
• The product has been altered or modified after delivery.
• The product has been damaged after delivery due to customer handling.
• The issue is only a minor colour variation or normal printing variation.
• The product has been used or damaged beyond what is reasonably required for inspection.
• The claim does not match the evidence provided.
• The product has been returned in a condition materially different from the approved return claim.

21. Fraudulent or Misuse of Return Policy

Chitra Story reserves the right to investigate suspicious, fraudulent, repeated, or abusive return claims.

If we determine that a customer is attempting to misuse the return/refund process, including providing misleading information, manipulating products, or submitting false claims, we may reject the claim and take appropriate action.

22. Shipping Charges

Original shipping charges, where applicable, may not always be refundable.

However, where a return or replacement is approved because of an error attributable to Chitra Story, such as a wrong product or verified defective product, Chitra Story will determine the applicable shipping/refund resolution on a case-by-case basis.

23. Refund Method

Where a refund is approved, it will generally be processed through the original payment method or another appropriate method permitted by our payment processing system.

The time required for the refunded amount to appear in the customer's account may vary depending on the payment gateway, bank, card issuer, or other financial institution.

24. No Refund for Correctly Delivered Products

To avoid any misunderstanding, we would like to clearly state:

If you receive the correct product, in the correct size/variant/frame selection, in acceptable quality, and without a verified defect or damage attributable to Chitra Story, the product will not be eligible for return, refund, or exchange.

This policy is necessary because our products are printed and prepared specifically against individual customer orders and generally cannot be resold as new products.

25. Contact Us

For any return, refund, replacement, or exchange-related query, please contact us within the applicable time period.

Email: chitrastory13@gmail.com
Phone/WhatsApp: 6260577965
Website: chitrastory.com

When contacting us regarding a return, please provide your Order ID, Email ID used while placing the order, unboxing/opening video, and relevant proofs/photos of the issue.

Our customer support team will review your request and guide you through the applicable process.

Important Summary

7 Days: Return request must be raised within 7 days of delivery.

Proof of Purchase: Order ID and Email ID used while placing the order are required.

Unboxing Video: A clear opening/unboxing video is mandatory for eligible damage, defect, or wrong-product claims.

Eligible Returns: Primarily defective, damaged, or incorrectly supplied products attributable to Chitra Story.

Custom Products: Correctly delivered custom/made-to-order products are generally not eligible for return, refund, or exchange.

Cancellation: Orders generally cannot be cancelled once payment has been completed and processing/production has started.

Refund: For an approved return, after the product is picked up and received by Chitra Story, the applicable refund will generally be processed within 5–7 working days after verification.

Change of Mind: Returns/refunds are not available simply because the customer changes their mind or does not like the product after receiving it.